In This Chapter
Finding out the fundamentals of processes
Engaging with internal and external customers
Creating a map of your processes
All organisations have a whole range of different customers – internal and external, large and small. Each organisation’s processes should be designed and managed in a way that meets its customers’ various needs. In this chapter we help you understand some process fundamentals necessary to focusing on your customers and their requirements.
A process is a series of steps and actions that produce an output in the form of a product or service. Ideally, each process should add value in the eyes of the customer.